Stephen Capp Email & Phone Number

Austin, Texas

• Created and implemented a UI-based rate management tool, which reduced development costs by 50% and produced a 3x increase in turnaround time• Managed a nationwide update of the standard title insurance forms; a must-have for over 90% of customers• Implemented a data-driven prioritization method for inbound support tickets to identify issues with an outsized impact on the customer base• Articulated roadmaps for the product area at monthly, quarterly, and yearly intervals

Austin, Texas

• Managed a product area encompassing 15 external APIs, along with document generation and rate calculation systems that supported over 500 unique underwriter and state combinations• Upgraded an externally-facing quoting tool to increase the available configuration options by 200% while providing users with 2x more control over the options they made available to their customers• Converted the rate calculation of a major title insurance underwriter from an API to an internal calculator, improving calculation speed by 10x and creating a new recurring revenue stream• Scoped projects and elucidated requirements for the engineering and design teams• Collaborated with multiple engineering teams to plan for upcoming development cycles

Austin, Texas

• Reviewed support tickets, filtered out user-training issues, and augmented legitimate bug tickets before submitting them to the engineering team• Managed and organized the prioritization of outstanding bug tickets in concert with the engineering team• Directed regular meetings with Product and Engineering leadership to review the preceding development cycle and highlight any patterns of issues• Established and organized a repository of Title Insurance knowledge for utilization by the entire company

Austin, Texas

• Received inbound support calls and emails from customers seeking assistance with the software• Conducted outbound calls with customers seeking in-depth training• Composed and submitted support tickets to the engineering team containing detailed reproduction steps

Washington D.C. Metro Area

• Submitted official court filings to the Department of Commerce and the International Trade Commission on behalf of the attorneys• Monitored the agency dockets and distributed any new submissions to the attorneys and consultants• Researched and organized data to be used as evidence in current and future proceedings

Washington D.C. Metro Area

• Led weekly review sessions for 20-30 students seeking help to better understand the material• Proctored in-class exams for 300+ students• Graded and returned over 100 exams, three times per semester, in a timely manner

Lancaster, Pennsylvania

• Reached out to 150-200 randomly-generated phone numbers per shift in search of potential respondents to participate in surveys focused on topics such as politics, healthcare, and consumer safety• Persuaded sometimes reticent respondents to take surveys• Conducted surveys in a neutral manner to ensure the validity of the data

Lancaster, Pennsylvania

• Trained and supervised ten conference assistants• Organized the arrival and departure of over 1,000 campers, ages 8-17, from over fifteen different camps• Resolved campers, camp leaders, and parents’ problems, and addressed their concerns, including arranging special accommodations